JOB DESCRIPTION
CUSTOMER SERVICE REPRESENTATIVE - PERSONAL LINES
Reports To: Branch Manager/ Personal Lines Manager
Location: Waterloo and Essex ON
Job Summary:
The Personal lines CSR is responsible for prompt, accurate, and courteous personal lines account management. This role is the primary liaison between the client, the Producer (where applicable) and the insurance company. The Personal Lines CSR acts as the advisor and advocate for the client in all personal lines insurance related matters while remaining in compliance with brokerage guidelines, procedures and service standards.
Duties/Responsibilities:
• Respond to client inquiries
• Respond to insurance company inquiries
• Process policy endorsements
• Review policies for accuracy when endorsements are made
• Generate renewal reports
• Review renewals for accuracy
• Contact client to discuss renewals
• Remarket policies when necessary
• Identify opportunities to up-sell/cross sell
• Provide quotes for clients when necessary
• Quote prospects and complete new business applications when necessary
• Provide binders/confirmation of coverage when necessary
• Notify producers of cancellations
• Process cancellations
• Generate billing transactions from BMS and amend billing errors
• Process billings in BMS
• Assist clients with billing/payment issues
• Process payments made by clients
• Report claims and assist clients with claims resolutions
• Work as part of team with assigned Producer
• Maintain and update “Quick Company Underwriting Reference” for assigned insurance company on the Ives Info Net
• Keep current on rates, forms, coverage changes through bulletins, trade publications and seminars
• Back up co-workers during vacations/sick days/lunch breaks
• Comply with both regulatory and internal guidelines
• Participate in strategic plans to attain goals and objectives of the brokerage
• Attend meetings, seminars and community functions as deemed necessary by management
• Represent Ives Insurance at brokerage, community and insurance company functions
• Maintain professional level of confidentiality and high standards of business ethics
• Comply with RIBO requirements for continuing education and track number of hours of education obtained annually
• Perform other duties deemed necessary by management
Qualifications/Experience:
• RIBO license required
• CSIP or equivalent designation required
• Excellent interpersonal and communication skills
• Excellent organizational and problem solving skills
• Effective time management skills
• Customer service driven
• Ability to work in a fast paced environment with high level of accuracy
• Professional demeanor and appearance
• Proficient in MS Word, Outlook and BMS
Working Conditions:
• Considerable use of electronic media required
• Use of personal vehicle for occasional local travel required
• Use of personal vehicle for occasional overnight travel required
Ability to work in an office setting, sitting at a personal desk for extended periods using a company issued computer and phone with opportunities to move about the office when needed
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